Being a medical provider requires more than just medical knowledge. Emotional care in the providers’ approach is equally important. Providers around the world take pride in patient care. Gaining patient’s trust and establishing a positive relationship with them are the key components of providing the best care to the patient. Over time, as the patients and providers get the opportunity to build up a positive relationship with one another, providers can deliver more personalized care and increase the likelihood of achieving a better outcome. Having an established relationship will allow a patient to confide in provider, while also trusting that the treatment and guidance provided will help them achieve the best outcome possible.
With the rise of the COVID-19 global pandemic, providers, many of which have never used telemedicine before, have turned to technology to provide the best patient care possible at these unprecedented times. At the same time, many patients that have previously never used telemedicine are booking virtual appointments. When it comes to in-office visits communication, both patients and providers have certain expectations. However, with telemedicine, not only that the patient has a harder time establishing a relationship with the providers, but also the experienced providers with many years of patient care under their belt struggle. How to gain patient’s trust while remotely communicating via mobile devices? Providing a better patient experience in a virtual setting is a skill and requires time and practice to perfect. Furthermore, there are several things to keep in mind when starting to offer remote patient care.
First, spend time educating your patients on telemedicine. The concept of telemedicine is still foreign to an average patient, especially the elderly. Make sure that you discuss the virtual visit with your patients beforehand. Ask them how comfortable they are with the telemedicine setting, if they have a device compatible with the telemedicine tool you are using, and if they have good connectivity to join-in for their appointment. Answer their questions and provide them with a guide on how to prepare for their appointment.
Secondly, anticipate the chance of experiencing technical difficulties. Prepare a course of action in case your patient is experiencing an issue. Will you connect on a phone call or will you reschedule? Will a staff member help troubleshoot the patient’s issue or is there a troubleshooting guide provided by the telemedicine provider you are using? Minimizing the unknowns will make your patients feel more confident and open to trying out this new form of communication.
Thirdly, do not forget eye contact. Maintaining eye contact can be hard when you are trying to look at different screens and notes. Make sure to tell your patient what you are doing so that they do not feel uncomfortable when you are looking at EMR or take notes.
Ultimately, telemedicine is a tool to help better patient care. As telemedicine becomes more incorporated in the healthcare system, the comfortability and confidence of both patients and providers will grow.
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